Customer Service Agent - SEA

About the role

Department: Ground Operations. For external applicants only: Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Washington. Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or in‑person and not selected for the Customer Service Agent position at SEA within the last 12 months.

Job Summary

Want to be the friendly face that welcomes Customers to Southwest? As a Customer Service Agent at Southwest, you’ll work at the ticket counter, gate area, and baggage service office to help Customers check in, answer questions, and make sure their travel goes smoothly. You’ll be one of the first Southwest Employees our Customers meet, and you’ll help set the tone for a great trip. You’ll also be there to support Customers when travel plans change, offering help and care during delays or disruptions. In this fast‑moving role, your friendly attitude, teamwork, and patience make a big difference every day. See what a day as a Customer Service Agent looks like: swa.is/DayWithCSA

Responsibilities

• Provides friendly service to and maintains positive relationships with all internal and external Customers
• Works in a cooperative spirit to ensure the success of our Company
• Responsible for providing legendary Customer service to people desiring to travel, use cargo or baggage service by attending to their needs
• Handles any aspect of ticketing and check‑in by operating a computerized point‑of‑sale system, boarding, baggage service, reservations and resolving related complaints and problems
• Responsibilities include greeting and handling Customers in a polite and friendly manner
• Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
• Computes charges, makes change and balances daily transactions
• Is responsible for overage or shortage
• Checks in baggage and Cargo
• Answers telephone to provide information to callers, page customers, resolve problems or complaints and assist as needed
• Handles transactions required to board the aircraft in a timely and efficient manner
• Deals with mishandled Customers as a result of oversells, delayed or cancelled flights, lost, delayed, or damaged luggage
• Resolves such problems quickly and within guidelines established by the Company
• Provides current and accurate fare, schedule, reservations, flight arrival/departure information and answers all general inquiries from Customers and other visitors to the airport terminal
• Completes Forms And Reports As Required By The Company
• Writes irregularity and complaint reports as required
• Duties may vary due to the size and organization of the station
• Must be able to meet any physical ability requirements listed on this description
• May perform other job duties as directed by Employee's Leaders